10 Reasons Your Customer Service Team Should Switch to VoIP

/ October 26, 2021 | 6 Mins Read

10 Reasons Your Customer Service Team Should Switch to VoIP

VoIP phone systems are a helpful tool for increasing the value of every client encounter. Here are some reasons why every company should use VoIP.

While many firms are focusing on cloud computing, some have gone above and beyond to accept change in the telecom industry. As a result, VoIP adoption has many benefits, including higher productivity, lower costs, faster communication, superior customer service, and increased professional value.

VoIP phone systems are a helpful tool for increasing the value of every client encounter. Here are some reasons why every company should use VoIP.

What is VoIP?

Voice over Internet Protocol (VoIP) is a term that explains how to make and receive phone calls over the internet. The majority of individuals consider VoIP to be an excellent alternative landline.

An IP address is something you know as an Internet Protocol address. IP addresses are used to interact between PCs and other devices on the internet. VoIP isn't a brand-new concept. Telecommunications have relied on online technologies to conduct phone calls since the late 1990s. VoIP is a low-cost way to handle an unlimited number of calls.

You can call anybody without using a local phone service if you have a connection to the internet, and a great example of that are apps like BasicTalk. Since VoIP solutions are based on open standards, they can be used on any device. Moreover, VoIP service providers do more than just setting up calls. Outgoing and incoming calls are routed through telephone lines networks by providers.

A trustworthy VoIP service can handle everything. You're done once you've plugged in your IP phone. These digital telephones connect to the internet via your high-speed internet connection. So, this article will cover a few benefits of using VoIP.

1) Price

The cost of a standard landline phone system can quickly add up. You'll need to invest in expensive on-premise infrastructure, such as a PBX, which connects and transports data between your company's phones.

On the other hand, VoIP uses the internet and cloud technology to ensure calls while eliminating expensive equipment. Furthermore, internet phone systems just use the amount of data required during calls, and VoIP prices are budget-friendly, saving you money on data and toll prices for long-distance calls.

2) Improved data security

Telecommunications fraud has grown in popularity in recent years, costing businesses more than $32.7 billion every year. That's when VoIP comes in handy. Online phone services employ information security technologies like identity management and encryption to secure your data and make it unreachable to cybercriminals.

The best part is that you won't have to do your own safety checks. Instead, a VoIP provider will keep an eye out on your network security and tell you if there are any problems.

Undoubtedly, you'll need to work with a trustworthy VoIP service that respects the standard practices. Always double-check their accreditation, the number of data security centers they have, their availability, and whether they provide system updates.

3) Increased workplace flexibility

As a result of cloud computing growth, corporate communication has become more mobile and decentralized. VoIP services include a VoIP app for mobile and desktop devices, enabling your staff to manage their conversations while on the go.

They can also participate in meetings from the comfort of their own homes and switch calls from their mobile phones to business phones without disrupting the conversation.

It’s an opportunity to convert to remote work and reduce business expenses. According to research, allowing employees to work half of their time remotely may save firms up to $11,000 per year.

4) Customized customer service

User experience now takes precedence over product quality or cost. Customers expect multichannel and highly personalized customer support when interacting with brands. And, thanks to VoIP, it's now easier than ever to do so.

To begin with, VoIP makes consumer interactions more efficient and entertaining. You can direct customer enquiries to the appropriate team members via smart case management. As a result, your customers will get excellent service without having to wait in line.

Second, VoIP can be linked to your CRM system. The software will collect data from customers across all internet channels (social media, websites, email, and so on) and store it in a single location. You'll be able to trace the complete buyer experience and generate detailed consumer profiles for your digital marketing efforts this way.

When a client calls, the VoIP app pulls caller information from your CRM and displays it in a popup on the screen. As a result, your call operators will deliver more personalized customer service since they will recognize who they are speaking with.

5) Innovative call analytics choices

Call recording is among the most crucial call analytics services offered by VoIP. For starters, it enables managers and HR departments to listen to the conversation and evaluate the effectiveness of their call center employees. Furthermore, it assists customer service staff in analyzing and improving their interactions with future customers.

Analyzing phone calls can also be beneficial to your marketing division. They can use VoIP to evaluate client emotion and generate a score based on their experience. Marketers will be able to identify and reward the most loyal clients in this manner. In addition, they can also recognize at-risk clients and launch highly focused marketing campaigns to keep them as customers.

6) Extensibility

Your firm's growth will be limited if you use a landline phone system. That is because they contain a large number of complex hardware components as well as fixed pieces. As your company grows, you'll need to buy more hardware, which can clog up your room and cost you a lot of money.

Online phone services for companies, on the other hand, are more adaptable. Because they are offered through the internet, adjusting your business phone system up or down depending on your present demands will be much easier.

7) Value

When a company chooses VoIP as its form of communication, it gains plenty of additional benefits. The most significant part is that these extra features are entirely free. Furthermore, VoIP avoids the long-term costs of the phone line and physical infrastructure by employing an internet connection.

Customers can take advantage of free virtual meetings, voicemail, voice chat, and other VoIP features. Make sure you select the best service provider for your company. It's challenging to pick a local VoIP service because the industry is filled with them. Make sure to look for online user reviews so you can choose the best VoIP provider for you.

8) Reduced call latency

Incorporating on-hold music, it turns out, can enhance the time period a caller is willing to wait. When listening to a song, their impression of time spent is reduced, which explains their enhanced patience. As a result, VoIP systems have on-hold music as a primary feature.

Caller ID is another basic VoIP feature. Caller ID can be increased even more by integrating with a CRM, providing a comprehensive customer history, including order information and any current complaints.

9) Advanced features

Aside from making numerous calls simultaneously and having caller ID, VoIP has several other advantages. These features may differ from one service to the next; however, the following are the most common:

  • Fax
  • Voicemail
  • Call waiting
  • Call forwarding
  • Call blocking
  • 411 directory
  • Last number redial

Some service providers also include sophisticated technology such as call transfer, reverse calls, speed dialing, SMS, and area code control. In addition, many of these services come included with VoIP subscriptions, lowering the cost of add-ons.

10) Reduced maintenance

You don't need to establish additional lines to set up VoIP services because VoIP lines use the same ethernet RJ-45 connectors and lines as your networks and routers.

That means shorter installation times, lower maintenance costs, and less time spent getting your workplace ready. It also implies that your IT team or service provider can monitor your VoIP network without using any additional equipment.

In addition, VoIP is simple to maintain, and adding extra lines is simple. As a result, VoIP offers the perfect mix: low costs and high efficiency. You can spend more time building your business and supporting your customers if you spend less time worrying about the expense of your conversations and maintaining your equipment.

Quick summary

VoIP services can help your company in a variety of ways, including:

  • increasing employee cooperation 
  • developing mobile-friendly workplaces, 
  • personalizing customer experiences 
  • lowering costs

The advantages of VoIP significantly surpass any disadvantages. However, before deciding whether Voice over Internet Protocol is ideal for your company, be sure your bandwidth and internet speed are sufficient to support the service.

Phone performance and internet connection will be poor and potentially unstable if bandwidth or internet strength is low. Therefore, one line for calls and another for the internet is recommended to maximize VoIP and maintain high-quality conversations.

So, you'll need to establish clear objectives, identify your budget, and select a VoIP plan that meets your requirements.

Conclusion

There are many more compelling reasons to make the shift to VoIP - the ones listed are just the top ones on our list.

Act quickly and get yourself on VoIP as soon as possible, as VoIP providers get incredibly busy in the run-up to the ISDN turn-off. Let us know how you like it!

Dennis Vu is the CEO and Co-founder of Ringblaze , a virtual business phone system company that helps teams to better serve their customers, anywhere

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